Recording

XiVO CC includes a call recording feature: recording is done on XiVO PBX and recorded files are sent to the XiVO CC Recording server. It’s possible then to search for recordings and download recorded files from Recording server. If connected user is an administrator, he will be able to download also an access log file that track all action made on files by all users having access to recording server.

Recording

For configuring this feature, see Recording configuration.

Description

Recording feature records the conversation between caller and callee and stores it on dedicated recording server. All the files are then available for download only for predefined granted users. Recording is done on XiVO PBX and sent to Recording server. If recorded file can’t be synchronized on XiVO CC Recording Server, files might be found on XiVO PBX in

ls -al /var/spool/xivocc-recording/failed

These files will be automatically resynchronized from XiVO PBX to XiVO CC Recording server each night.

You can then do following actions:

1. Find by caller, callee, agent number etc.
2. Find by callid
3. Listen or download the recording
4. Download access log to recording files

On Recording server, one can monitor the space used by the audio files stored in Contrôle d'enregistrement menu.

Access logs

Any action made from the UI on a recording file (result, listen or download) is tracked in access log that can be downloaded by clicking on following icon if you have administrator role.

Note

This access log is defined to track information for 6 months by default.

Transferred calls recordings

Search and Display

In case an agent has transferred a call to another queue, which was answered by the agent available in that queue, the recording feature will display both agents (name and number) in column Agent and both queues (name and number) under column File in one recording.

Stop/Start Recording

When a call enters a queue, the recording will be started (or not) according to the queue Recording mode (see Enable recording in the Queue configuration). If this call is transferred to another queue, it will stop or start the recording according to the following table:

Action on Recording		Recording mode of ‘transferred to’ Queue
		Recorded	Recorded On Demand	Not Recorded
Current Call Recording State	Active			Stop recording
	Paused	Unpause recording		Stop recording
	Disabled	Stop recording	Stop recording

Stop recording upon external transfer

Recording is stopped when both parties of the call are external.

For example if an external incoming call is recorded and if, at some point, it is transferred to an external party, as soon as the transfer is completed, the recording of the incoming call will be stopped.

In the same way if an internal user makes an outgoing call which is recorded and then transfers it to another external party, as soon as the transfer is completed, the recording of the outgoing call will be stopped.

This behavior can be deactivated, see configuration section.

Recording filtering

For configuring this feature, see Recording filtering configuration.

Description

Recording server allows to prevent some numbers not to be recorded.

You can deactivate recording either

• for specific called numbers (called Incalls or called Queues or called Users),
• or, on outgoing calls, for calling Users internal numbers

Note

This feature is designed to activate recording globally (e.g. for every Queues) and then deactivate it for some Queues (e.g. for queue 1001)

To do so, navigate to : http://XIVOCC_IP:9400/recording_control and in page Contrôle d'enregistrement you can add or remove the number to disable recording on this number.

Limitations

• Recording can only be disabled for specific Incalls, Queues, Users and External called numbers.
• Recording can’t be disabled for one Agent.
• Recording can only be disabled by the object number (to disable recording for one queue it must have a number).